Today I’m pleased to share a guest post by Eric Melchor with ElevateMyCX. When most of us think of plagues or epidemics we think of victims who break out with red spots all over their bodies or egg-sized buboes that ooze pus and blood. But think about the...

Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different...

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it’s important to be able to track progress and measure success. In order to do that, you must first outline...

Today I’m pleased to share a guest post by Martha Brooke of Interaction Metrics.Are you achieving your goals for the customer experience? If not, you’re probably not measuring in the right way. Learn what that way is.Goals:Companies want to give and get value...

I originally wrote today’s post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then.Are you listening to your customers? What are you doing with what you’ve heard?In order to transform the customer...

Image courtesy of kreg.steppeWhat are your company’s desired business outcomes? How did you determine what they would be?First, what are outcomes?They’re basically the result – or the consequence – of something, of doing something.In our case,...